The National Museums of Kenya (NMK) has recognized the need for urgent improvements to its eCitizen payment platform, following a growing number of complaints from foreign visitors who are unable to access its services. The Museums body has announced plans to engage Information Technology (IT) experts to resolve these issues, aiming to streamline the payment process for both local and international visitors.
In a statement released to the public, NMK emphasized its commitment to improving customer service for school groups, families, researchers, and tourists. The organization acknowledged the frustrations faced by foreign nationals, who have encountered significant challenges when trying to use the eCitizen platform to pay for entry to museums and other cultural sites.
The statement also noted that the National Museums of Kenya has partnered with the Office of Public Service Transformation Department to work on providing better, more efficient services. The partnership aims to enhance the accessibility of museum services, ensuring that the platform functions seamlessly for all users, whether they are domestic or international visitors. This comes as part of an ongoing effort to foster a user-friendly digital experience in the tourism and cultural sector.
“Improved systems will not only ease the process for tourists but also contribute to the broader government agenda of enhancing service delivery across all sectors,” the statement read. The museums body also encouraged feedback from stakeholders to further enhance their service offerings. This call for input underscores NMK’s desire to listen to the public and implement real-time solutions to improve the visitor experience.
The move to upgrade the platform follows concerns voiced by individuals in the public, most notably Dr. Mukhisa Kituyi, a former Secretary-General of the United Nations Conference on Trade and Development (UNCTAD), who highlighted the impact of these challenges on tourists. Dr. Kituyi shared his observations during a live interview on Citizen TV on Thursday, where he explained how visitors, particularly those from Europe, have been left frustrated by the complexities of the eCitizen system.
“I have seen tourists shedding tears at the National Museum,” Dr. Kituyi stated during the interview. “They have come all the way from Europe, looking forward to visiting the museum, only to be told they must make their payments digitally. They stand there for an hour and still cannot access the service. It’s deeply frustrating, and many have turned away without ever entering,” he added.
Dr. Kituyi’s remarks highlight the severe disconnect between Kenya’s digital services and the expectations of international visitors who may not be familiar with the country’s online platforms. Tourists who are not accustomed to Kenya’s eCitizen payment system often find themselves stranded, unable to access the services they have already traveled far to experience.
The frustrations expressed by foreign visitors are compounded by the government’s seeming lack of response to these complaints. According to Dr. Kituyi, the issue has been met with what he described as indifference, suggesting that the government has been slow to address the real-world problems faced by tourists attempting to use digital services.
The debate surrounding the usability of the eCitizen platform raises important questions about Kenya’s readiness to fully embrace digital transformation, especially in industries like tourism that rely on seamless customer experiences. While the digital payment system is an essential part of modernizing government services, it has proven to be a barrier for many foreign visitors who find themselves unable to make payments or access important services.
The National Museums of Kenya’s efforts to address these challenges by hiring IT experts signal a positive step forward. If successful, the improvements could have a broader impact on Kenya’s tourism industry, making it easier for international tourists to experience the country’s rich cultural heritage.
In the meantime, visitors continue to encounter difficulties with the current eCitizen system, prompting calls for immediate solutions. With the NMK now actively working to resolve these issues, the hope is that tourists will soon be able to enjoy smoother access to the country’s iconic museums and heritage sites.
